I was trying to get an HD set top box for my wife for her birthday and lower my monthly bill. When I contacted Verizon I spoke with three different representatives on different occasions.
The packages that I had and upgraded to are for Internet, TV and Phone.
After speaking with your representatives I was enticed to "upgrade" my package to a new Triple Play package, upgrading my TV Essentials package to the Prime TV package. This would also upgrade my internet speed from 10/2 to 15/5 and keep my current unlimited phone service. I decided to keep my current non HD set top boxes; which I was told you cannot get anymore; they are grandfathered in at $5.99 a month, getting an HD box and lowering my monthly bill approximately $6 from $132.98 to $126.96 approximately, including estimated taxes. This was all with a “30 day money back guarantee” I was told. I was a happy camper till I went to watch TV. It seems that the "upgrade" was a down grade as far as the channels that I was receiving.
I have since contacted Verizon and have been told that I cannot go back to my previous package that I was grandfathered in to the TV Essentials package. I wasn’t told this by any of the representatives or that channel lineup would change. I have since been told that if I want my original TV Essentials channels back I will have to "upgrade" to the Extreme TV package. This will increase my bill to 153.96 approximately including with taxes; increasing my monthly bill approximately $21.
Cancellation Policy
By placing your FiOS Trpl Frdm up to 15/5 Prime HD 24M 2010 order, you agreed to maintain your bundled services for a minimum of 24 months and that a prorated early termination fee of up to $360 will apply if you cancel your bundled services early. The prorated early termination fee of $360 will be reduced by $15 for each full month toward your minimum term that you complete. There are other terms and conditions that are a necessary part of your agreement which you should review. Those terms are available at verizon.com/terms and are also provided on or before the installation of your FiOS services. Once your FiOS services are installed, you have 30 days to cancel without an Early Termination Fee.
I have tried to cancel my order and return to my old services without success. Needless to say the “30 day money back guarantee” was not honored.
If I were to do this all over again, I would have kept my original package with TV Essentials, 10/2 internet and unlimited phone. I could have taken a $15 discount offered, gotten an HD set top box, adding $9.99 to my bill and lowering total my monthly bill approximately $5; making my monthly bill 127.94 approximately including taxes. I feel that the representatives that I spoke with, especially the one from California were more interested in making the sale than advising me in my best interests.
Call back and ask for an Escalation Representative. They have more influence, and will probably be able to resolve your situation.
Thanks for the suggestion Steve.
I got to an Elite Team member who got me in touch with an Account Specialist. This person was fantastic. Gave me a direct contact phone number and got me all fixed up!!!
I must say that it's tough getting to someone who can help in certain situations. Had a support problem when first installed the TV after having the internet for a some time. My TV guide wasn't working. I only use the router for a gateway and dns forwarding. I run my own dns, dhcp machines. Once I got first level to get me to someone knowledgeable their Tech Support was great. Who would have known that you have to have particular ip addresses available for the tv guide to work. Again, it's just tough getting to the correct people who can help.
On the whole Verizon is great and I just love the product.
Regards,
Paul
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